The footwear and clothing company adopted several solutions from Salesforce to realise its technology transformation.
We were referred to this project by one of the Salesforce development partners after their positive experiences with us. Impressed by the breadth of our services and experience with Salesforce solutions, the company picked us to provide quality assurance and ensure the successful implementation of the project.
They initially wanted to switch everything to Salesforce simultaneously and complete the changeover within 12 months. Moving quickly like this would only put the business at risk, so Salesforce structured the implementation into three releases. Planit worked side-by-side with Salesforce and its other key partners to implement these solutions to create new experiences for customers and efficiencies for employees.
The first release consisted of replacing the company’s marketing platform, AVT Bronto, with Salesforce Marketing Cloud. The new capabilities of Marketing Cloud, such as case management, gave the company transparency into its customers’ needs for the first time, while the ability to segment data and tailor campaigns based on customer behaviour and purchase history, enables more targeted and personalised engagement.
The next release involved the implementation of Salesforce Customer 360 for their customer service operations to better engage and support customers online and in-store. The ability for customers to engage the retailer directly from the web allows for greater transparency of their needs and understanding of support cases.
The integration of Service Cloud Voice into their computer telephony integration (CTI) solution puts everything their customer service team needs in one place to quickly respond to questions on the status of orders, or coordinate returns or repairs. Support staff can also immediately see which customer is calling. The introduction of Salesforce Knowledge on its site also allows customers to search and read answers to frequently asked questions.
The company’s ecommerce site was rebuilt using Salesforce Commerce Cloud’s Storefront Reference Architecture (SFRA). The site was already on Commerce Cloud, but the move to SFRA vastly improved the mobile shopping experience.
With this new and improved foundation for its site, the existing Cegid Retail Y2 Point of Sale (POS) system was replaced with NewStore, a turnkey omnichannel store solution, and Adyen, an all-in-one payments platform with payment tokenisation technology. The company is the first business in its home market to leverage the combined NewStore and Adyen solution, which enabled click-and-collect at its 50+ in-store locations.
The connection between NewStore and Salesforce also provided in-store sales staff with a complete view of customers. Store staff can now look up customer information to provide more personalised discussions about their needs, such offering proactive advice about repairing and preserving the life of their footwear.
We created and ran over 580 test cases for the various Salesforce solutions, as well as for NewStore and Adyen. Over 1,235 issues were identified by us and then resolved by the development teams, and these test cases were then used for a regression testing suite that the retailer can now re-use as much as they want to ensure existing functionality works correctly following any updates or upgrades.
Performance testing was done to ensure that the integrated solutions can handle the heavy flow of transactional data during peak selling periods. We also did acceptance testing to determine to what degree the new solutions meet end users' approval, and then used these insights to create user training and reference materials.
In addition to liaising with the local development partners, we collaborated with third party teams in four other countries. Our combination of on-shore experts augmented by our off-shore capability in the Philippines enabled an uninterrupted workflow in which tasks were handled by and passed between the two different time zones for added responsiveness and reduced delays.